Job Mission:

CHANEL Korea is moving towards a client-centric brand, aiming at redesigning the client experience leveraging a new omni-channel eco-system.

This position assumes responsibilities of supporting the FBP CX Experience Strategy Manager in:

• Serve as a bridge between strategy and execution, translating loyalty and client insights into practical, on-the-ground actions that support retail excellence and brand standards.
• Own and elevate the all-year-long membership program end-to-end, ensuring seamless operations, disciplined budget and inventory management, and scalable planning that drives both client value and business impact.
• Partner closely with Retail teams to design and execute clienteling strategies that strengthen client relationships, improve retention, and accelerate long-term loyalty across key client segments.
• Own the management and performance tracking of the Client Satisfaction Survey (CSS), including result analysis, reporting, and follow-up actions to continuously enhance client experience and service quality.
• Contribute to the evolution of the client loyalty ecosystem, leveraging data, reporting, and cross-functional collaboration to support sustainable growth and premium client engagement.

Key Responsibilities:

• Support the Experience Strategy Manager by translating client and loyalty strategies into actionable, on-the-ground execution that elevates retail excellence and brand standards.
• Own the all-year-long membership program end-to-end, covering planning, execution, performance tracking, and continuous optimisation.
• Ensure disciplined management of membership budgets, gifts, and inventory, with accurate forecasting and operational excellence.
• Partner closely with Retail teams to design and execute clienteling strategies that strengthen client relationships, improve retention, and build long-term loyalty across key segments.
• Own the management and performance tracking of the Client Satisfaction Survey (CSS), including analysis, reporting, and follow-up actions to improve service quality and client experience.
• Deliver clear and actionable client, CRM, and loyalty reporting to support business reviews and inform future CX and loyalty initiatives.
• Design and operationalise end-to-end omni-channel client experience journeys across Local & TR POS, .com, Kakao, and e-retail, ensuring consistency, scalability, and client centricity.
• Leverage test-and-learn approaches and automation to continuously optimise CRM communications and client journeys.
• Contribute to the evolution of the client loyalty ecosystem through data-driven insights and close collaboration with Retail, Digital, and Global/Regional teams.

Role Specifications:

• Minimum 3+ years’ experience in relevant Marketing /CRM/ Membership/App experience, preferably within the luxury industry and/or a Digital/CRM agency
• Experience in salesforce.com technology, especially in the Marketing Cloud module or any other campaign management platform.
• Capability to contribute to brand equity by supporting the implementation of CRM campaigns.
• Advanced knowledge on CRM & CX/ marketing/ CRM software /Statistics / Salesforce
• Data analysis and documentation ability, Client-centric mindset and experience, High interest on the latest market trends, including digital and O2O trends

Academic / Professional Qualifications :

• 4 years university degree

Work Experience

• 3 to 10 years’ work experience within a customer related business environment
• Experience of executing major customer focused change/improvement initiatives
• Experience of translating customer insights into winning campaigns and maximizing profit through the use of data led decision making
• Strong background of data analysis and customer program use experience with good understanding for recent technologies & digital touchpoints.
• Accountability for budget/cost center management
• Experience of working with clients and customers to understand their needs and perceptions
• Experience of research for client behaviors or market trend
• Experience of client-related project
• Experience of managing multiple clients and/or customers
• Working experience in multi-cultural and multi-discipline environment

Required Competencies

• Strong presentation skills both in English & Korean with persuasive power
• Strong & clear communication skill and strong Negotiation skill with vendors and internal counter parts
• Strong & detailed documentation skills especially on MS Office tools(word, excel, PowerPoint)
• Strong with numbers & details (Meticulous)
• Creative ideas, abilities to think differently from to the others
• Time management, collaborative, organized, proactive, flexible
• Ability to maintain professional relationships with other related divisions
• Excellent organization, planning and project management skill.
• Problem solution and Data analytics skill

**The specific grade and title will be determined based on the candidate’s eligibility

Key Interactions / Stakeholders

Internal

• Product Marketing, Promotion team, Training, Retail, RPC, VM, CCC, IT, Communication, PR, POS, Legal, Regional and Global teams

External

• Vendors and agencies